Collections & Recovery Operations Strategy Manager

Description

In this role at Citizens, you’re made ready for a fulfilling career with exciting new challenges and opportunities to stretch yourself! As the Collections & Recovery Operations Strategy Manager, you will have responsibility for a segment of the business which encompasses several large or complex sections of the business’s operations. This will include developing, recommending, and implementing business plans, operational policies, procedures, and systems which support the division's long-term, strategic objectives as well as ensuring that staff are in compliance with these and other business policies. You will maintain a customer focused, risk averse operating model for areas of responsibility and will have several managers reporting to them possibly across multiple sites. You will use superior problem-solving skills to oversee the most complex and critical business projects with little or no direction. Additionally, you will engage and motivate your team by providing feedback and reinforcing desired behaviors. Most importantly, you’ll feel valued for who you are and supported to achieve what’s important to you, personally and professionally!

Primary responsibilities include

• Role is balanced between day-to-day high level operational execution and development of the strategic direction of the relevant Infrastructure area.
• Leads, develops, implements, and monitors high-level business strategy by creating, deploying, and measuring your team’s effectiveness to execution of the strategy.
• Manages, develops, and reviews all strategic growth; identifying ways to balance risk/reward tradeoffs by analyzing and/or staying connected to expense levers in relation to loss drivers/reducers.
• Role is responsible for leading partnerships between various stakeholders (internal and external customers) to ensure end-to-end thinking, communication, and awareness is maintained.
• Leads high-level business strategy, coordinating business architecture, making general assessments of new business opportunities, and analyzing trends and drivers within business areas and locations to optimize medium term strategy.
• Provides support on process reengineering, information management, technical implementation, and business strategy, including evolution of the technology infrastructure.

Qualifications, Education, Certifications and/or Other Professional Credentials

To be successful in the role you will need to lead and drive out solutions to various operational opportunities. Your role will be to manage all facets of a challenge. This includes developing technical, process, operational, analytical, and reporting requirements. You will need to provide thought leadership to project teams and help drive out steps needed to address challenges. The position requires you to lead across the organization, perform analytical or business intelligence exercise and independently drive meaningful change for multiple stakeholders.

Additional leader success behaviors are as follows:

• 4-5 years of experience in Collections / Recovery Analytics / Reporting required.
• Be proficient in managing analysts who leverage SAS and SQL
• Develop trust and credibility by acting in a consistent, genuine manner.
• Seek feedback and prioritize on-going personal development and growth.
• Be able to independently solve complex analytical and operational problems, conduct the research and reconciliation needed to answer essential questions
• Delegate and/or involve others in decisions.
• Create opportunities for individuals to enhance skills.
• Hold self and others to high standards.
• Be open to new ideas and ways of doing things.
• Challenge the “way things have always been done.”
• Inspire teams around an optimistic future vision.
• Vision to lead transformation cloud data environment migration.
• Comprehensive knowledge of Collection and Recovery and experience in segmentation, A/B testing, Customer Offer Management and Contact strategies, Recovery Placement approaches.
• Excel at Hands-On Problem Solving and Critical Thinking. Must be ready and able to roll up sleeves and contribute problem remediation.
• Enjoy solving complex analytical and operational problems and conduct the research and reconciliation needed to answer essential questions.
• Be exceptionally organized and have project management skills. 
• Like presentations and love the challenge of telling the story of analysis.
• BA required.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: M-F 8am - 5PM EST

Pay Transparency 

The salary range for this position is $120,000 - $180,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience.   

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of very local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits.

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.